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Ed.
03
OfficeServ DataView
User Guide
08. 2005.
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TRADEMARKS
is the trademark of SAMSUNG Electronics Co., Ltd.
Product names mentioned in this document may be trademarks and/or registered trademarks of
their respective companies.
This guide should be read before the installation and operation, and the operator should correctly
install and operate the product by using this guide.
This guide may be changed for the system improvement, standardization and other technical reasons
without prior notice.
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address or homepage below.
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©2004 SAMSUNG Electronics Co., Ltd.
All rights reserved.
OfficeServ DataView User Guide
INTRODUCTION
Purpose
This guide is the user’s guide of OfficeServ DataView, which provides data on
monitoring, and statistics for the OfficeServ system. This guide provides
information on the main and detailed functions of OfficeServ DataView, and
describes how to install and use OfficeServ DataView.
Document Content and Organization
This guide consists of 8 chapters and 1 annexes as follows:
CHAPTER 1. Overview of OfficeServ DataView
This chapter provides an overview of OfficeServ DataView and its functions.
CHAPTER 2. OfficeServ DataView Installation
This chapter provides information on checkpoints and an action that needs to
be performed before installing OfficeServ DataView and describes how to
install the system.
CHAPTER 3. OfficeServ DataView Menus
This chapter describes the components and settings of OfficeServ DataView
and method of using this program.
CHAPTER 4. Statistics
This chapter describes the OfficeServ statistics function supported by
OfficeServ DataView.
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CHAPTER 5. Monitoring
This chapter describes the OfficeServ system monitoring function supported
by OfficeServ DataView.
CHAPTER 6. Scheduled Report
This chapter describes the daily/weekly/monthly scheduled report function
supported by OfficeServ DataView.
CHAPTER 7. Troubleshooting
This chapter describes how to troubleshoot the problems that may occur while
installing or using OfficeServ DataView.
ANNEX A. Abbreviation
Describes the acronyms used in this guide.
Conventions
The following special paragraphs are used in this document to point out
information that must be read. This information may be set-off from the
surrounding text, but is always preceded by a bold title in capital letters.
CHECKPOINT
Provides the operator with checkpoints for stable system
operation.
NOTE
Indicates additional information as a reference.
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Reference
OfficeServ 500/iDCS 500 System Description
This document describes the main functions of OfficeServ 500/iDCS 500 and
method of configuring its cabinets and boards.
OfficeServ 500/iDCS 500 Installation Manual
This document describes the hardware of OfficeServ 500/iDCS 500 and
method of installing the program.
OfficeServ 500/iDCS 500 Programming Manual
This document describes the MMC list for system settings and method of
MMC settings.
OfficeServ Link User’s Guide
This document describes the functions of OfficeServ Link and methods of
installing and using the program.
Revision History
EDITION
DATE OF ISSUE
REMARKS
00
10. 2004
Original
01
01. 2005
Image Update
02
04. 2005
V1.0.0.2
03
08.2005
V1.1.0.0
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OfficeServ DataView User Guide
TABLE OF CONTENTS
INTRODUCTION
I
Purpose .......................................................................................................................... I
Document Content and Organization ............................................................................. I
Conventions................................................................................................................... II
Reference ..................................................................................................................... III
Revision History............................................................................................................ III
CHAPTER 1. Overview of OfficeServ DataView
1
Overview of OfficeServ DataView ..................................................................................... 1
System Requirements........................................................................................................ 3
Functions of OfficeServ DataView .................................................................................... 4
CHAPTER 2. OfficeServ DataView Installation
5
Before Installation .............................................................................................................. 5
Procedure for OfficeServ DataView Setup ....................................................................... 6
CHAPTER 3. OfficeServ DataView Menus
15
Components of OfficeServ DataView.............................................................................. 15
Scheduler .................................................................................................................... 16
Data Collector .............................................................................................................. 26
Data Manager .............................................................................................................. 29
Starting OfficeServ DataView .......................................................................................... 31
Main Window .................................................................................................................... 33
Menus ................................................................................................................................ 35
Configuration.................................................................................................................... 36
User ............................................................................................................................. 36
Server Information ....................................................................................................... 38
Report Scheduling ....................................................................................................... 42
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Personalize .................................................................................................................. 45
Miscellaneous .............................................................................................................. 47
CHAPTER 4. Statistics
51
Statistics Window Layout ................................................................................................ 51
Selecting a Statistics Item................................................................................................ 53
Statistics Item ................................................................................................................... 54
Additional Menus.............................................................................................................. 55
Print ............................................................................................................................. 55
Export to Excel............................................................................................................. 56
Execution Option Setup ................................................................................................... 58
Trunk Statistics ................................................................................................................. 59
Trunk Call Statistics ..................................................................................................... 59
Inbound Trunk Call Statistics........................................................................................ 61
Outbound Trunk Call Statistics..................................................................................... 63
Trunk Call Time Statistics............................................................................................. 65
Inbound Trunk Call Time Statistics ............................................................................... 67
Outbound Trunk Call Time Statistics ............................................................................ 69
Inbound Trunk Call Error Statistics............................................................................... 71
Outbound Trunk Call Error Statistics ............................................................................ 73
Trunk Group Call Statistics........................................................................................... 74
Outbound Trunk Call Statistics by Group ..................................................................... 76
Trunk Port Statistics ..................................................................................................... 78
Trunk Abandoned Call List ........................................................................................... 80
Station Statistics............................................................................................................... 81
Station Call Statistics.................................................................................................... 81
Inbound Station Call Statistics...................................................................................... 83
Outbound Station Call Statistics ................................................................................... 85
Inbound Station Call Breakdown Statistics................................................................... 87
Outbound Station Call Breakdown Statistics ................................................................ 88
Outbound Station Call Error Statistics .......................................................................... 90
Station Feature Code Usage Statistics......................................................................... 92
Station Group Call Statistics......................................................................................... 93
Inbound Station Call Statistics by Group ...................................................................... 95
Inbd Station Call Breakdown by Group ........................................................................ 97
Station Port Statistics ................................................................................................... 99
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UCD Statistics................................................................................................................. 101
UCD Call Statistics .................................................................................................... 101
UCD Group Call Statistics.......................................................................................... 103
UCD Call Statistics by Group..................................................................................... 105
UCD Agent Statistics Summary ................................................................................. 107
UCD Group Statistics Summary ................................................................................ 108
UCD Agent Statistics by Group.................................................................................. 109
UCD Agent Counts Detailed Statistics ........................................................................111
UCD Agent Times Detailed Statistics ......................................................................... 113
UCD Call Time Statistics............................................................................................ 115
UCD Group Call Time Statistics................................................................................. 116
UCD Wait Time Statistics ........................................................................................... 117
UCD Group Wait Time Statistics ................................................................................ 119
UCD Group Abandoned Call List ............................................................................... 121
Operator Statistics ......................................................................................................... 123
Operator Group Call Statistics ................................................................................... 123
Operator Group Call Breakdown ............................................................................... 125
Operator Call Time Statistics ..................................................................................... 127
Operator Call Time Stats by Ring Plan ...................................................................... 129
Operator Port Call Statistics....................................................................................... 130
Operator Port Call Breakdown................................................................................... 132
Miscellaneous................................................................................................................. 133
VM/AA Group Statistics.............................................................................................. 133
VM/AA Group Error Statistics..................................................................................... 135
DID Statistics ............................................................................................................. 137
DID Statistics by DID Group ...................................................................................... 138
Detailed DID Statistics ............................................................................................... 139
CHAPTER 5. Monitoring
141
Monitoring Window Layout ........................................................................................... 141
Selecting a Monitoring Item........................................................................................... 143
Monitoring Item .............................................................................................................. 143
Additional Menus ........................................................................................................... 144
New Page .................................................................................................................. 144
Trunk Monitoring ............................................................................................................ 145
Trunk Group Status.................................................................................................... 145
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Trunk Port Status by Group........................................................................................ 146
Trunk Port Status ....................................................................................................... 148
Trunk Port Status by Call Time................................................................................... 149
Station Monitoring .......................................................................................................... 150
Station Group Status .................................................................................................. 150
Station Port Status by Group...................................................................................... 152
Station Port Status ..................................................................................................... 153
Station Port Status by Call Time................................................................................. 154
UCD Monitoring .............................................................................................................. 155
UCD Group Call Status .............................................................................................. 155
UCD Group Login Status ........................................................................................... 156
UCD Agent Status ...................................................................................................... 157
UCD Overall Agent Status.......................................................................................... 159
Miscellaneous ................................................................................................................. 161
Operator Group Status............................................................................................... 161
VM/AA Group Status .................................................................................................. 162
VM/AA Group Port Status .......................................................................................... 164
Wallboard ........................................................................................................................ 165
Overall Data ............................................................................................................... 165
Trunk Data by Group ................................................................................................. 166
UCD Data by Group................................................................................................... 166
UCD Group Wallboard ............................................................................................... 167
CHAPTER 6. Scheduled Report
171
Scheduled Report Window Layout................................................................................ 171
CHAPTER 7. Troubleshooting
173
ODBC Version Error ....................................................................................................... 173
I cannot open the monitoring pages!............................................................................ 174
I cannot save the Scheduled Report options!.............................................................. 176
I cannot add/delete/modify accounts!........................................................................... 179
I cannot save [Personalize] configurations!................................................................. 181
I cannot save the exported excel report ! ..................................................................... 182
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ANNEX A. Abbreviation
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OfficeServ DataView User Guide
CHAPTER 1. Overview of OfficeServ
DataView
This chapter provides an overview of OfficeServ DataView and describes its functions and system
requirements.
Overview of OfficeServ DataView
OfficeServ DataView is a monitoring/statistics application for OfficeServ, and
provides information on current system usage, cumulative statistics on usage,
and system failures through web-based user interfaces.
One of the monitoring, and statistics functions can be selectively installed on
OfficeServ DataView.
OfficeServ DataView has the following components: the data collection
module that analyzes the call events generated from the switching system, the
data processing module that calculates statistics on each item by using the
collected data and saves the statistical data in the database, and the report
module that provides you with web-based windows. The modules are called
Data Collector, Data Manager, and Reporter respectively.
To use OfficeServ DataView, OfficeServ Link must be installed. OfficeServ
Link delivers the events generated from the OfficeServ system to each
additional program, and delivers commands from the additional programs to
the OfficeServ system.
The OfficeServ system, OfficeServ Link, and OfficeServ DataView are
available in Intranet, and transfer or receive data over TCP/IP(Trnasmission
Control Protocol/Internet Protocol).
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Network configuration of OfficeServ DataView, OfficeServ Link, and the
OfficeServ system is shown in the figure below:
OfficeServ DataView
TCP/IP
TCP/IP
Intranet
OfficeServ Link
OfficeServ
Web Client #1
•
•
•
Web Client #n
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System Requirements
OfficeServ DataView inter-works with the OfficeServ system. Check the
following before installing OfficeServ DataView:
Category
Operating System
Specification
Windows 2000 Series;
Windows XP Professional;
Windows 2003 Series; or NTFS File Format
Processor(CPU)
Pentium IV 1 GHz or higher
(Requirements for CPU and memory depend on number of
lines and maximum traffic.)
Memory
More than 512 Mbyte
Network Interface Card
10/100 BASE-T
Database
Options: SQL Server / MDB
If you use SQL Serve, Microsoft SQL Server 2000 or higher
is required.
If you use MDB, there are no special requirements except
that the database file size is limited to 2 GB.
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Functions of OfficeServ DataView
OfficeServ DataView supports the functions below:
Trunk/Station Monitoring
OfficeServ DataView monitors lines in a trunk or station group as well as call
status. Also, OfficeServ DataView monitors trunks or stations for specified
phone numbers and checks if a trunk or station has exceeded a time limit for
use. Monitoring can be performed depending on group characteristics such as
a UCD(Universal Call Distribution) group, attendant group, and VMAA(Voice
Mail Automated Attendant) group. OfficeServ DataView supports the
wallboard function that traces real-time changes in a selected value, which is
equal to number of waiting calls in a UCD group.
Statistics on Intercom/External Calls
OfficeServ DataView provides statistics on intercom or external calls by node or
group. OfficeServ DataView displays statistics depending on characteristics of a
UCD group, attendant group, and VMAA group. Also, statistics on each DID(Direct
Inward Dialing) are provided. The minimum unit of call statistics is 15 minutes.
Report
Select the [Scheduled Report] submenu from the [Configuration] menu of
OfficeServ DataView to create a report for a specified period of time at a
specified time. OfficeServ DataView can create a scheduled report for trunk,
station, or the UCD group and can back up or delete a report as well.
Database Backup
You can monitor size of a database file from OfficeServ DataView and can
back up the file in the database. If the database space reaches the threshold
value, OfficeServ DataView will display a warning message.
OfficeServ DataView Management
OfficeServ DataView can monitor operation status of each module. OfficeServ
DataView provides a user interface, which enables individual stop/execution
and batch stop/execution easily.
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CHAPTER 2. OfficeServ DataView
Installation
This chapter provides information on checkpoints and an action that needs to be performed before
installing OfficeServ DataView and describes how to install the system.
Before Installation
Check the following before installing OfficeServ DataView:
Obtaining a Valid License Number of OfficeServ DataView
A valid license number must be registered in order to operate OfficeServ
DataView properly. A license number can be obtained from the reseller or
Samsung dealer of OfficeServ DataView. The number should be entered in a
PC where OfficeServ Link is installed. If a license number is not registered,
OfficeServ DataView will not operate properly.
Checking IP Address of OfficeServ Link
You should be aware of the IP(Internet Protocol) address of the PC where
OfficeServ Link is installed before installing OfficeServ DataView. Contact
the OfficeServ Link manager or OfficeServ system administrator and check
the IP address of OfficeServ Link first.
Checking Specification of the PC Where OfficeServ DataView will
be Installed
OfficeServ DataView is installed on a PC typically. Check the PC where
OfficeServ Link will be installed and operating system, processor, and
memory of the PC. For detailed information on system requirements, refer to
‘System Requirements’ of ‘CHAPTER 1. Overview of OfficeServ DataView’.
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Procedure for OfficeServ DataView Setup
Follow the steps below to install OfficeServ DataView.
OfficeServ DataView is installed in the ‘Program Files\..\Samsung
Electronics\OfficeServ DataView’ folder by default.
1.
2.
6
Double click ‘OfficeServDataView.exe’ by using a CD for OfficeServ
DataView setup or double click a downloaded ‘OfficeServDataView.exe’.
Once the <InstallShield Wizard> window appears, select a country and
click [Next>].
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3.
4.
Read the license agreement from the <License Agreement> window
carefully, and then click [Next>].
Once the <Setup Type> window appears, select a setup type and click
[Next>].
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5.
Once the <Ready to Install the Program> window appears, click [Install].
6. Setup is in progress as the <Setup Status> window appears.
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7.
8.
Select a database to be used for OfficeServ DataView from the
<Database Type> window and click [Next>].
If you select SQL Server, a window that prompts you to enter
information on SQL Server will be displayed. Enter the SQL Server
name or IP address, user ID, and password, and then click [Next>].
If You Select Microsoft Access Driver(*.mdb)
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Step 8 & 9 will be skipped if you select Microsoft Access Driver(*.mdb).
9.
Select a location where database will be installed from the <Database
Location for SQL Server> window. Database can be installed in a folder
shared with My Computer or Network Computer.
Then, specify a folder.
Setup will continue in progress.
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10.
11.
Once OfficeServ DataView setup is completed, click [Finish]..
You need to configure the security options before starting OfficeServ
DataView. Configure as follows.
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12. At the end of OfficeServ DataView setup, you will be prompted to
launch Scheduler.
Click [Yes], then it will lead you to connection parameter setup.
This message comes out when you run Scheduler with initial connection
parameters. Click [Yes].
If you are not prepared to setup connection parameters, click [No].
Note that you cannot run the OfficeServ DataView property until you run
Scheduler and set connection parameters.
Replace ‘localhost’ with the IP address or NetBIOS name of the PC where
OfficeServ DataView installed.
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Enter the IP address and port number of the OfficeServ Link.
Click [OK].
Then, initial configuration is completed.
Troubleshooting
If OfficeServ DataView does not operate properly after OfficeServ DataView
setup, refer to ‘CHAPTER 8. Troubleshooting.’
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OfficeServ DataView User Guide
CHAPTER 3. OfficeServ DataView Menus
This chapter describes the menus and windows of OfficeServ DataView.
Components of OfficeServ DataView
OfficeServ DataView is configured with server modules such as Data
Collector, Data Manager, and Scheduler as well as a web program that allows
you to view data on monitoring, and statistics.
OfficeServ System
As shown in the above figure, the server modules of OfficeServ
DataView exchanges data with the OfficeServ system through OfficeServ
OfficeServ Link
Link. Reporter
and the other modules exchange data through the
COM(Component Object Model) interface and database.
Data Collector
Config
COM
Data Manager
Monitor
COM
Web
Client
IIS
Reporter
Web
Client
•
•
•
•
•
Web
Client
Database
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You can view the data on monitoring, or statistics provided by OfficeServ
DataView through a web service provided by IIS(Internet Information Server)
of Windows OS(Operating System).
Scheduler
Scheduler of OfficeServ DataView allows you to configure, start, or stop the
server modules of OfficeServ DataView and to monitor the operation of
OfficeServ DataView.
Scheduler verifies settings of time and scheduled report periodically and
requests for creating a scheduled report. Also, Scheduler backs up a scheduled
report.
Scheduler monitors size of database files and backs up the files.
Scheduler must be executed to perform the scheduled report function.
Select [Start] Æ [Programs] Æ [OfficeServ DataView] Æ [Scheduler] to
execute Scheduler.
Select [Exit] from the [File] menu or the system tray menus to quit Scheduler.
Then, the Scheduler window will disappear. However, it does not mean that the
program has ended, and an icon is displayed in the system tray.
Scheduler Windows
Status Window
Upon starting Scheduler, the window below will appear:
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If a module stops, [Start] will be enabled. If a module runs, [Stop] will be
enabled. If a module stops, the icons will be displayed blurrily. If a module
runs, the icons will be displayed vividly. If a server module does not respond
to a connection message received from Scheduler for a given period of time, a
warning icon will be displayed. In such a case, check operation log of the
server module and take an appropriate action such as restart.
Select whether to display the Data Manager icon in the system tray by using
the checkbox at the right of the Data Manager icon. The Data Manager has no
user interface.
If a server module does not operate, you can click [Start All] to start Data
Collector, and Data Manager simultaneously. Also, click [Stop All] to stop all
operating server modules.
If an error in a web service occurs, click [IIS Reset] to restart IIS. In such a
case, all of the currently established sessions are disconnected.
Database Window
Click the [Database] tab. Then, the window below will appear:
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The database window displays the file size, average growth per hour, and
estimated amount of time it will take for the database file size to reach the
threshold value of the current call log database, and statistical database.
Click [Backup] to back up and empty database. If Data Manager runs, the call
log database and statistical database cannot be backed up. Therefore, you
should stop the module first, and then back up the module.
Click [Backup]. The dialog box below will appear:
Enter a description of backup, backup path, and file name. Then, click [OK].
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Schedule Window
Select the [Schedule] tab to manage the current settings of a scheduled report
and a scheduled report file.
The Schedules frame displays information on the current scheduled report.
The Folder Information frame displays information(e.g., number of the files
saved in a folder and total of file size) on the folder where a scheduled report
is saved.
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Click each report button of the Folder Information frame to back up or delete a
scheduled report saved in a report folder.
Select a file you want to back up or delete, and then click [Backup] or [Delete].
If you want to back up a file, the selected file will be deleted from the
scheduled report folder and will be saved in the folder selected for backup.
Scheduler Menus
File Menu
Select [Exit] from the File menu to quit Scheduler.
Scheduled Report Function
Once Scheduler quits, a scheduled report will not be created. If you want to
perform the scheduled report function, Scheduler must be executed.
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Configuration Menu
The Configuration menu has the submenus as shown in the figure below:
Connection
Select [Connection]. Then, the dialog box below will appear:
Each field is described below:
Item
Description
Host Name/
Enter the IP address of the PC where OfficeServ DataView is
Address
installed or the NetBIOS name. If an invalid IP address or NetBIOS
name is entered, Data Manager cannot be connected to Data
Collector and the home page of OfficeServ DataView will not be
displayed properly.
OfficeServ Link
Enter the IP address of OfficeServ Link and the port number for
Connection
connection.
If you are not aware of the port number, contact the OfficeServ Link
manager and enter a valid value.
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Item
Description
OfficeServ
Specify a port to be connected to Data Manager. If another
DataView Listen
application already uses Port Number. 5001 on a computer where
Port
OfficeServ DataView is installed, the default value, 5001, should be
changed to another value.
Database
Select [Database] to enter information on database to be used in OfficeServ
DataView.
You can select database you want from MDB(Multimedia Database) and SQL
Server while installing OfficeServ DataView. Required database options
depend on database type.
Changes in Database Type
The database type selected while OfficeServ DataView setup cannot be
changed.
SQL Server:
Select [SQL Server] from the Database submenu. Then, the dialog box below
will appear:
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Each field is described below:
Item
Description
Data Source
Enter the name or IP address of SQL Server.
User ID
Enter the user ID for connection.
Password/Password
Enter password of the user ID entered in [User ID].
Confirm
Enter the password once again for confirmation.
Threshold(MB)
Enter the threshold value of database file size.
MDB:
Select [MDB] from the Database submenu. Then, the dialog box below will
appear:
Each field is described below:
Item
Description
Path
Select a folder where a MDB file for OfficeServ DataView will be located.
Threshold(MB)
Enter the threshold value of database file size. Data of more than
2 GB cannot be saved in MDB. If the file size exceeds 2 GB, an error
will occur and data will not be saved. Set the threshold value to less
than 2 GB(2,048 MB) and check the data provided by the [Database]
tab of Scheduler frequently to back up the database.
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Log Records
[Log Records] allows you to select a type of a call log to be saved in the
database. If you save all types of logs in the database, log records will increase
and bottleneck may occur while the database is operating.
To prevent OfficeServ DataView from being degraded due to bottleneck, limit
number of logs to be saved.
Select [Log Records]. Then, the dialog box below will appear:
Select the checkbox of a log type and click [OK].
Preferences
Start DataView Server when Windows starts:
If you mark this option, the Scheduler will be started when you start Windows.
Then Scheduler will launch Data Collector and Data Manager.
If this options is set, Scheduler checks if DataView Server modules are runnig
whenever it starts and starts them if they are not running..
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Operation Logs
The [Operation Logs] option is divided into Data Collector, and Data Manager.
Select one to perform settings for saving operation logs of the selected module.
If the selected module is enabled, the window that prompts you to set an
operation log of the module will appear.
If the selected module is not enabled, the window that prompts you to set an
operation log provided by Scheduler will appear as shown in the figure below:
If the frames for the operating one from Data Collector, and Data Manager
will be disabled. If a module is enabled, the Path frame cannot be changed.
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Data Collector
Data Collector collects events for calls from OfficeServ Link to create a call
log and to deliver the call log to Data Manager. Also, Data Collector manages
configuration data on the OfficeServ system and current status of the system.
Data Collector must operate properly for proper operation of OfficeServ
DataView.
Data Collector Window
Run Data Collector. Then, the window below will appear:
The LEDs(Light Emitting Diodes) at the right of OfficeServ Link and
DataView Manager indicate connection status.
LED
Description
(Gray)
Not connected
(Green)
Connected properly
(Red)
Data Collector has downloaded the configuration data from the
OfficeServ system and is being initialized. Or, a connection error has
occurred.
The buttons of Data Collector Window are described below:
Button
Description
Config
Configures Data Collector.
Run/Stop
Click [Run] to access OfficeServ Link and to download the configuration
data on the OfficeServ system, initialize Data Collector, and then start
operation. Once operation starts properly, [Run] is disabled while [Stop]
is enabled.
Click [Stop] to stop operation. A connection to both Data Collector and
OfficeServ Link will stop.
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Button
Monitor
Description
Click this button to open a window that allows you to monitor the memory
space managed by Data Collector. Regular users do not use this function
because this button is used for tracing a problem.
Quit
Quit Data Collector.
Data Collector Configuration
Click the [Config] button from the Data Collector window to configure Data
Collector.
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Each field is described below:
Item
Description
OfficeServ Link
Enter the IP address of OfficeServ Link and the port number for
Connection
connection.
If you are not aware of the port number, contact the OfficeServ Link
manager and enter a valid value.
Data Manager
Specify a port to be connected to Data Manager. If another
Listen Port
application already uses Port Number. 5001 on a computer where
OfficeServ DataView is installed, the default value, 5001, should be
changed to another value.
Log Information
Save an operation log of Data Collector in this field.
If an error occurs while using Data Collector, this field will allow you
to trace the error.
Level of detail in log information depends on log levels. There are
three log levels of None to Detail.
Set Log File Size to 1 MB to 100 MB and Log File Count to 1 to 20.
Set [Log Print] to Simple or Detail in order to display log information
through Debug View.
Data Collector
Set Startup Mode to Automatic. Then, even if you do not click the
Option
[Run] button of Data Collector, Data Collector will start.
If Startup Mode is set to Manual, click the [Run] button to start
operation.
No values other than those of [Log Level] and [Log Print] can be changed in a
running Data Collector.
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Data Manager
Data Manager creates a cumulative record for 15 minutes from the call log
created by Data Collector. This record will be displayed in each field of a
statistical report.
Data Manager saves the log record received from Data Collector and the
created cumulative record in the database.
Data Manager Menu
Data Manager does not have a window for user interfaces. You can monitor
the operation of Data Manager by using Scheduler. If the icon is displayed in
the system tray, click the right button of mouse on the icon of the system
tray to use the menus of Data Manager.
Log Records
[Log Records] allows you to select a type of the call log to be saved in the
database. If all types of logs are saved in the database, log records will
increase and bottleneck may occur while the database is operating. To prevent
OfficeServ DataView from being degraded due to bottlebeck, limit number of
logs to be saved.
Select [Log Records]. Then, the dialog box below will appear:
Select the checkbox of a log to be saved and click [OK].
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Operation Logs
[Operation Logs] allows you to perform settings for saving operation logs of
Data Manager.
Select [Operation Logs]. The dialog box below will appear:
Each field is described below:
Field
Level
Description
Sets the detail level of a log to be saved.
There are five levels of None to Full.
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Size
Sets the size of an operation log to 1 MB to 100 MB.
Count
Sets the number of operation logs to 1 to 100.
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Starting OfficeServ DataView
Follow the steps below to start OfficeServ DataView:
1.
Select [Start] Æ [Programs(P)] Æ [OfficeServ DataView] Æ [Scheduler].
Then, Once Scheduler runs, the window below will appear:
Once Scheduler starts, the Scheduler icon is displayed in the system tray.
If a server module of OfficeServ DataView does not start, a icon(
will be displayed.
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3.
Click [Start All] to start all server modules. Or, click each [Start] button
to start each module one by one.
Starting Each Module
Data Collector downloads configuration data from the OfficeServ system
when the module starts. It is recommended that Data Manager should start
after Data Collector starts. Data Manager does not operate until Data
Collector starts properly.
4.
Once each module starts properly, the Status icon, [Stop All], and all
of the [Stop] buttons are enabled while [Start All] and all of the [Start]
buttons are disabled.
Once all of the server modules operate properly, the icon displayed in the
system tray is changed to the normal operation icon( )(yellow).
If all of the server modules operate properly, open the home page of
OfficeServ DataView to view data on monitoring, and statistics.
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Main Window
Run Internet Explorer and enter the following in the address bar to view the
home page of OfficeServ DataView. Then, press [Enter].
Enter the IP address of the PC where OfficeServ DataView is installed or the
NetBIOS(Network Basic Input Output System) name instead of ‘127.0.0.1’.
Enter the web address of OfficeServ DataView correctly and press [Enter].
Then, the home page of OfficeServ DataView that can be logged in will
appear as shown in the figure below:
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If you use OfficeServ DataView for the first time, enter the administrator ID
provided by default and password. Enter ‘admin’ in ID and ‘samsung’ in
PWD.
If login is successful, select one of the menus at the left of the window to
perform a function of OfficeServ DataView.
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Menus
The main menus of the OfficeServ DataView home page are shown in the
figure below:
Locate the mouse pointer on each main menu. Then, the sub-menus will appear.
For detailed information on monitoring, and statistics, see Chapter 4 to
Chapter 5 of this document.
Each sub-menu of [Configuration] is described in next section,
‘Configuration’.
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Configuration
The Configuration menu of OfficeServ DataView has the submenus of User,
System Info, Scheduled Report, and Personalize.
User
This menu allows you to retrieve the user list of OfficeServ DataView, and to
add or delete a user. Also, you can modify user information or searches a
specific user by using this menu.
If the selected list has multiple pages, click [<First], [<Prev], [Next>], or
[Last>] to move from a page to another.
View Users
Select [View Users]. Then, list of the registered OfficeServ DataView users
will appear as shown in the figure below:
Add User
Select [Add User]. Then, the window that allows you to add a user to the user
list will appear as shown in the figure below:
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Each field is described below:
Item
User Name
Description
Enter a user name. You can enter up to 25 Korean characters or up
to 50 alphabetic characters.
Login ID
Enter a login ID. You can enter up to 20 alphabetic characters or
numbers. The characters are case-sensitive.
Login Password
Enter a login password. You can enter up to 20 alphabetic characters
or numbers. The characters are case-sensitive.
Phone
Enter the telephone number of a user. You can enter up to 20
numbers. This field is optional.
E-Mail Address
Enter the e-mail address of a user. You can enter up to 50 characters.
This field is optional.
User Level
Select a user level. The administrator can use all of the functions
supported by OfficeServ DataView. Regular users cannot use the
[User], [System Info], and [Scheduled Report] submenus of the
[Configuration] menu.
Select
Select a language for the user. The OfficeServ Dataview web pages
Language
will be displayed in the selected language when the user logs on.
Delete User
Select [Delete User]. Then, the window that allows you to delete a user from
the user list will appear as shown in the figure below:
Select the checkbox of a user to be deleted and click [Delete] to delete the
account of the selected user. You cannot delete the account of ‘Administrator’,
which is the default user.
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Modify User
Select [Modify User]. The window that allows you to modify user profiles will
appear as shown in the figure below:
Modify the fields you want and select checkboxes to take effect changes.
Then, click [Change].
If you modify user information and do not click [Change], the window will
not be updated.
Server Information
This menu allows you to verify the OfficeServ system information and the
OfficeServ DataView operating environment.
OfficeServ System Information
This menu allows you to verify information on the connection between the
OfficeServ system and Officeserv DataView.
Items in the above figure are described below:
Item
38
Description
System Name
Name of the OfficeServ system
System Version
Version of the OfficeServ system main program
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System Date
Date of the OfficeServ system main program
System Country
Country information set in the OfficeServ system
OfficeServ Link IP
IP address of the OfficeServ Link
Address
OfficeServ Link
Number of the port used by the Data Collector for connecting to
Port
the OfficeServ Link
Web Server
IP address of the computer where the OfficeServ DataView is
installed, or the NetBIOS name
Collector Port
Number of the port used by the Data Manager for connecting to
the Data Collector
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Database Information
This menu is used for displaying information on the DB(Database) used by
OfficeServ DataView. The DB information used by the current web program
and a list of backed up DBs are displayed.
In order to view a statistics report on a backed up DB, select a DB and click
[Register].
Connecting to a changed DB is valid only during the current session. If you
log out and log in again, you will be connected to the default DB without
affecting other users.
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Trunk Group Information
This menu is used for displaying information on trunk groups configured in
the OfficeServ system.
Station Group Information
This menu is used for displaying information on station groups(Normal, UCD,
Operator, AA, Voice Mail) configured in the OfficeServ system.
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Report Scheduling
This menu allows you to setup scheduled reports or delete unnecessary
scheduled reports.
Scheduled Report Setup
This menu is used for setting the period and items for the report.
Different options are provided for setting the period of a scheduled report
depending on whether the report is a daily report, a weekly report, or a
monthly report.
Configure Daily Report
Item
42
Description
Use
Check this option to use a daily report.
Report Times
Set the time period for which the report should be created.
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Configure Weekly Report
Item
Description
Use
Check this option to use a weekly report.
Starting Day
Specify the start day of the weekly report. The report will be
generated between 00:00 and 01:00 0n the next start day.
Configure Monthly Report
Item
Description
Use
Check this option to use a monthly report.
Starting Day
Specify the start day of the monthly report. The report will be
generated between 00:00 and 01:00 0n the next start day.
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Scheduled Report Item Setup
You can create scheduled reports for trunks and UCD groups.
Check the Detail checkbox to view detailed statistics for each time zone.
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Personalize
You can personalize the user environment such as skin and language.
Skin refers to graphic or audio files used for changing the shape of a game
character or a UI(User Interface) to one that is preferred by the user.
Select Skin
Select [Personalize] Æ [Select Skin] and display the following window:
Select a skin and click [Save].
Select Language
Select [Personalize] Æ [Select Language] and display the following window:
Select your language from the combo box and click [Save].
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Configure Wallboard
Select [Personalize] Æ [Configure Wallboard] and display the following
window:
Mark the values you want to monitor in the Wallboard, put the
threshold value to alarm and click [Save].
Change Password
Select [Personalize] Æ [Change Password] and display the following window:
Put the password and click [Save].
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Miscellaneous
You can configure DIDs and assign agent PIN names for your convenience.
These configurations do not affect the OfficeServ System.
Add Agent PIN
Select [Miscellaneous] Æ [Add Agent PIN] and display the following
window:
Enter pairs of (Agent PIN, PIN Name) and Click [Add]. The ‘PIN Name’ will
be displayed next to the ‘Agent PIN’ in agent related monitoring screens and
reports.
PIN Name should be less than 12 characters.
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Modify/Delete Agent PIN
Select [Miscellaneous] Æ [Modify/Delete Agent PIN] and display the
following window:
If you want modify an entry, select the checkbox and edit the entry.
Then, click [Change].
If you want to delete some entries, select the checkboxes and click [Delete].
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Configure DID
Select [Miscellaneous] Æ [Configure DID] and display the following window:
You can select the DID to be shown in the DID reports.
And, asign a DID to a group.
The DID group name will be shown in the DID reports and you can generate
DID reports by DID groups.
Configure DID Group
Select [Miscellaneous] Æ [Configure DID Group] and display the following
window:
You can create DID group just for OfficeServ DataView. This configuration
has no relations to the OfficeServ system configuration.
You can create a DID group and assing DIDs into it in [Configure DID] page.
You can change the DID name or delete it.
Modify/Delete DID groups in use
When you change or delete a DID group, it does not affect DID configuration
automatically. You need to configure DID again in [Configure DID] page after
modifing or deleting DID groups in use.
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OfficeServ DataView User Guide
CHAPTER 4. Statistics
This chapter describes the statistics function of the OfficeServ DataView Web page.
Statistics Window Layout
You can use the statistics function after connecting and logging in to the
OfficeServ DataView homepage.
The general layout of a statistics window is shown below:
Page Title
Summary
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Execution Options
Additional Menus
Detailed Results
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Page Title
The selected submenu is displayed as the title.
Additional Menus
The two menus below are provided as additional menus. Refer to the
‘Additional Menu’ section of this chapter for detailed descriptions.
Menu
Description
Print the report.
Export the report into the Microsoft Excel.
Execution Options
This section of the window allows you to set a statistics option and to start or
stop the statistics process. The [From~To] option is applied to all statistics
pages, and additional options may be provided depending on the statistics item.
Refer to the ‘Execution Option Setup’ section of this chapter.
Sum
This section of the window displays the sum of each statistical item.
Detailed Results
This section of the window displays detailed statistics results for the selected
submenu.
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Selecting a Statistics Item
Statistics windows display data generated by the OfficeServ system and saved
in the DB, based on various criteria such as trunk and station. You can select a
statistics item by placing the mouse pointer over a main menu and clicking a
submenu from the list displayed.
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Statistics Item
Statistics items are categorized into six main menus, Trunk, Station, UCD,
Operator, Miscellaneous and Scheduled Report, and are further categorized
into fifty one submenus.
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Additional Menus
Print
Click the Print(
) icon from the additional menus to print a statistics
window. The following figure shows an example of clicking the Print icon of a
Trunk Overall Statistics window:
A page for printing is created with the title on the upper middle section, the
data retrieval period on the upper left section, and the printing date on the
upper right section of the page. The sum and detailed results are expressed in
black and white colors.
The <Print> window appears over the new page. Click the [Print] to start
printing.
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Export to Excel
Click the Export to Excel (
) icon from the additional menus to export a
report into Microsoft Excel. Note that it works only when you have the
Microsoft Excel properly installed on your PC.
If the report opens with the Internet Explorer, you need to modify the file
option.
Open the Windows Explorer and select [Tools] -> [Folder Option].
The select the [File Types] tab, select [XLS] from the [Registered file types]
list, and click the [Advanced] button
When the [Edit File Type] dialog open, clear this option.
- Browse in same window
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Whenever you export a report into Excel, you will see the download warning.
If you don’t want to see the file download warning anymore, clear this option.
- Confirm open after download
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Execution Option Setup
The [From ~ To] option is used for setting the scope of data to be retrieved,
and the [Each] option is used for setting the data to be displayed on each row
of the Each Time table. Additional options may be provided depending on the
statistics item.
The procedure for setting the execution options is as follows:
1.
2.
3.
4.
5.
58
Start Date: Click the calendar icon( ) next to the start date edit box to
display a calendar window shown below. Select the start date from the
window and double click it.
Start Time: Click combos box next to the calender icon option of [Start]
option and select the time(0~23 hour, 00~45 minute).
End Date: Click the calendar icon next to the [To] option and select the
end date.
End Time: Click combos box next to the calender icon option of [End]
option and select the time(0~23 hour, 00~45 minute).
Detailed Results: Select 15min, 30min, 1hour, day, week, or month from
the [Each] option to display the selected value as a row of the Each Time
table.
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Trunk Statistics
This section describes the statistics on trunks of the OfficeServ system.
Trunk Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on trunk calls. Select the [Trunk Call Statistics] submenu of the
Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
Call Attempts
Number of seizure attempts
Actual Calls
Number of successful seizures
Failed Calls
Number of failures
Calls Answered
Number of successful calls
Pick-ups
Number of Pickup calls
Retrievals
Number of calls retrieved by different subscriber from the one
who held the call
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Column
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Description
Call Time
Seizure duration
Talk Time
Call duration
Avg Call Time
Average seizure duration (Call Time / Calls Answered)
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Call Ratio
Seizure success ratio (Actual Calls / Call Attempts * 100)
Ans Ratio
Call success ratio (Total Calls / Call Attempts * 100)
Traffic(Erlang)
Traffic (Call Time / Report Time * Lines Used)
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Inbound Trunk Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on trunk inbound calls. Select the [Inbound Trunk Call Statistics]
submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
In Trys
Number of seizure attempts of inbound calls
Calls In
Number of successful seizures of inbound calls
Inbd Errors
Number of inbound calls failed
Inbd Answers
Number of successful inbound calls
Inbd Call Time
Seizure duration of inbound calls
Inbd Talk Time
Inbound call duration
Avg Inbd Call Time
Average seizure duration of inbound calls (Inbound Call Time /
Inbound Answers)
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Avg Inbd Talk
Average inbound call duration (Inbound Talk Time / Inbound
Time
Calls)
Inbd Call Ratio
Seizure success ratio of inbound calls
(Inbound Attempts / Inbound Calls * 100)
Inbd Ans Ratio
Inbound call success ratio
(Inbound Calls / Inbound Answers * 100)
Inbd
Inbound call traffic (Inbound Call Time / Report Time * Lines Used)
Traffic(Erlang)
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Outbound Trunk Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on trunk outbound calls. Select the [Outbound Trunk Call Statistics]
submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
Outbd Attempts
Number of seizure attempts of outbound calls
Outbd Calls
Number of successful seizures of outbound calls
Outbd Errors
Number of outbound calls failed
Outbd Answers
Number of successful outbound calls
Outbd Call Time
Seizure duration of outbound calls
Outbd Talk Time
Outbound call duration
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Avg Out Call Time
Average seizure duration of outbound calls
(Outbound Call Time / Outbound Calls)
Avg Out Talk Time
Average outbound call duration
(Outbound Talk Time / Outbound Calls)
Outbd Call Ratio
Seizure success ratio of outbound calls
(Outbound Calls / Outbound Attempts * 100)
Outbd Ans Ratio
Outbound call success ratio
(Outbound Calls / Outbound Answers * 100)
Out Traffic(Erlang)
Outbound call traffic
(Outbound Call Time / Report Time * Lines Used)
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Trunk Call Time Statistics
This menu allows you to verify the statistics on the distribution of trunk calls
based on call duration and time zone. Select the [Trunk Call Time Statistics]
submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows indicate detailed time.)
<= 30 s
Number of calls whose duration is less than or equal to 30
seconds
<= 60 s
Number of calls whose duration is less than or equal to 60
seconds
<= 90 s
Number of calls whose duration is less than or equal to 90
seconds
<= 2 m
Number of calls whose duration is less than or equal to 2 minutes
<= 3 m
Number of calls whose duration is less than or equal to 3 minutes
<= 4 m
Number of calls whose duration is less than or equal to 4 minutes
<= 5 m
Number of calls whose duration is less than or equal to 5 minutes
<= 10 m
Number of calls whose duration is less than or equal to 10
minutes
<= 20 m
Number of calls whose duration is less than or equal to 20
minutes
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<= 30 m
Number of calls whose duration is less than or equal to 30
minutes
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> 30 m
Number of calls whose duration is greater than 30 minutes
Total Calls
Total number of calls
Max Call Time
Maximum call duration
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Inbound Trunk Call Time Statistics
This menu allows you to verify the statistics on the distribution of trunk
inbound calls based on call duration and time zone. Select the [Inbound Trunk
Call Time Statistics] submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows indicate detailed time.)
<= 30 s
Number of inbound calls whose duration is less than or equal to
30 seconds
<= 60 s
Number of inbound calls whose duration is less than or equal to
60 seconds
<= 90 s
Number of inbound calls whose duration is less than or equal to
90 seconds
<= 2 m
Number of inbound calls whose duration is less than or equal to 2
minutes
<= 3 m
Number of inbound calls whose duration is less than or equal to 3
minutes
<= 4 m
Number of inbound calls whose duration is less than or equal to 4
minutes
<= 5 m
Number of inbound calls whose duration is less than or equal to 5
minutes
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<= 10 m
Number of inbound calls whose duration is less than or equal to
10 minutes
<= 20 m
Number of inbound calls whose duration is less than or equal to
20 minutes
<= 30 m
Number of inbound calls whose duration is less than or equal to
30 minutes
> 30 m
Number of inbound calls whose duration is greater than 30
minutes
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Total Calls
Total number of inbound calls
Max Call Time
Maximum inbound call duration
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Outbound Trunk Call Time Statistics
This menu allows you to verify the statistics on the distribution of trunk
outbound calls based on call duration and time zone. Select the [Outbound
Trunk Call Time Statistics] submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows indicate detailed time.)
<= 30 s
Number of outbound calls whose duration is less than or equal to
30 seconds
<= 60 s
Number of outbound calls whose duration is less than or equal to
60 seconds
<= 90 s
Number of outbound calls whose duration is less than or equal to
90 seconds
<= 2 m
Number of outbound calls whose duration is less than or equal to
2 minutes
<= 3 m
Number of outbound calls whose duration is less than or equal to
3 minutes
<= 4 m
Number of outbound calls whose duration is less than or equal to
4 minutes
<= 5 m
Number of outbound calls whose duration is less than or equal to
5 minutes
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<= 10 m
Number of outbound calls whose duration is less than or equal to
10 minutes
<= 20 m
Number of outbound calls whose duration is less than or equal to
20 minutes
<= 30 m
Number of outbound calls whose duration is less than or equal to
30 minutes
> 30 m
Number of outbound calls whose duration is greater than 30
minutes
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Total Calls
Total number of outbound calls
Max Call Time
Maximum outbound call duration
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Inbound Trunk Call Error Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on failed trunk inbound calls. Select the [Inbound Trunk Call Error
Statistics] submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
In Trys
Number of seizure attempts of inbound calls
Inbd Errors
Number of failed inbound calls
Inbd Error Ratio
Inbound failure ratio (Inbound Errors / Inbound Attempts * 100)
No Such #
Inexistent phone number
Limited Class
Limited class
Trunk Busy
Trunk is busy.
Station Busy
Station is busy.
Station DND
Station DND (Do Not Disturb)
Does Not Exist
No more stations
Plug Out
Unplugged
Device Mismatch
Device is invalid.
Group Busy
Group is busy
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Unknown
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Outbound Trunk Call Error Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on failed trunk outbound calls. Select the [Outbound Trunk Call
Error Statistics] submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Record Cnt
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Outbd Attempts
Number of seizure attempts of outbound calls
Outbd Error
Number of failed outbound calls
Outbd Error Ratio
Outbound failure ratio
(Outbound Errors / Outbound Attempts * 100)
All Lines Busy
All lines are busy
Unknown
Unknown
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Trunk Group Call Statistics
This menu allows you to verify the overall statistics and the group-based
statistics on trunk outbound calls. Select the [Trunk Group Call Statistics]
submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Total Groups
Total number of groups
Group Number
Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
Outbd Attempts
Number of seizure attempts of outbound calls
Outbd Calls
Number of successful seizures of outbound calls
Outbd Errors
Number of failures of outbound calls
Outbd Answers
Number of successful outbound calls
Outbd Call Time
Seizure duration of outbound calls
Outbd Talk Time
Outbound call duration
Avg Out Call Time
Average seizure duration of outbound calls
(Outbound Call Time / Outbound Calls)
74
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Avg Out Talk Time
Average outbound call duration
(Outbound Talk Time / Outbound Calls)
Outbd Call Ratio
Seizure success ratio of outbound calls
(Outbound Calls / Outbound Attempts * 100)
Outbd Ans Ratio
Outbound call success ratio
(Outbound Calls / Outbound Answers * 100)
Outbd
Outbound call traffic
Traffic(Erlang)
(Outbound Call Time / Report Time * Lines Used)
© SAMSUNG Electronics Co., Ltd.
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Outbound Trunk Call Statistics by Group
This menu allows you to verify the overall statistics and the time-based
statistics on outbound calls of a specific trunk group. Select the [Outbound
Trunk Call Statistics by Group] submenu of the Trunk menu.
Select the target time period and trunk group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
76
Description
Group Number
Group Number
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
Outbd Attempts
Number of seizure attempts of outbound calls
Outbd Calls
Number of successful seizures of outbound calls
Outbd Errors
Number of failures of outbound calls
Outbd Answers
Number of successful outbound calls
Outbd Call Time
Seizure duration of outbound calls
Outbd Talk Time
Outbound call duration
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Avg Out Call Time
Average seizure duration of outbound calls
(Outbound Call Time / Outbound Calls)
Avg Out Talk Time
Average outbound call duration
(Outbound Talk Time / Outbound Calls)
Outbd Call Ratio
Seizure success ratio of outbound calls
(Outbound Calls / Outbound Attempts * 100)
Outbd Ans Ratio
Outbound call success ratio
(Outbound Calls / Outbound Answers * 100)
Outbd
Outbound call traffic
Traffic(Erlang)
(Outbound Call Time / Report Time * Lines Used)
© SAMSUNG Electronics Co., Ltd.
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Trunk Port Statistics
This menu allows you to verify the overall statistics on and calling list of a
specific trunk port. Select the [Trunk Port Statistics] submenu of the Trunk
menu.
Select the target time period, type and port from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Trunk #
Trunk phone number
Total Calls
Number of seizures
Failed Calls
Number of failures
Abandoned Calls
Number of calls hung up while ringing
Completed Calls
Number of successful calls
Ans Ratio
Call success ratio
(Total Calls / Call Attempts * 100)
Type
Inbound/Outbound
External
External Number
Number/Caller ID
78
Phone #
Phone number
DID #
DID(Direct Inward Dialing) Number
Call Start Time
Seizure start time
Call End Time
Seizure end time
Call Time
Seizure duration
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Talk Time
Call duration
Call Type
Call type(Primary/Recall/Callback/Overflow/Consultation/Transfer
/Conference/Pickup/Unknown)
Completion Status
End status(Fail/Hook Off/Ring/Connected/Queuing/External
Outbound/External Answer/Hold)
Completion Cause
© SAMSUNG Electronics Co., Ltd.
Cause of end
79
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Trunk Abandoned Call List
This menu allows you to verify the list of trunk abandoned calls. Select the
[Trunk Abandoned Call List] submenu of the Trunk menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Abandoned Calls
Total number of abandoned calls
Number
Record number
Start Time
Start time
Trunk #
Trunk phone number
Inbound #
Inbound phone number
DID #
DID number
CLI #
CID (Caller Identification) number
Abandoned Wait
Waiting time of abandoned calls
Time
80
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Station Statistics
This section describes the statistics on stations of the OfficeServ system.
Station Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on station calls. Select the [Station Call Statistics] submenu of the
Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Line Avail.
Number of available lines
Max Lines Used
Maximum number of lines used
Call Attempts
Number of inbound/outbound attempts
Actual Calls
Number of successful inbound/outbound calls
Failed Calls
Number of failures
Calls Answered
Number of successful calls
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Pick-ups
Number of calls picked up
Retrievals
Number of calls retrieved by different subscriber from the one
who held the call
Call Time
Seizure duration
Talk Time
Call duration
Avg Call Time
Average seizure duration
(Call Time / Calls Answered)
82
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Call Ratio
Inbound/Outbound success ratio (Calls / Attempts * 100)
Ans Ratio
Call success ratio (Total Calls / Calls Answered * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Inbound Station Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on station inbound calls. Select the [Inbound Station Call Statistics]
submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
In Trys
Number of inbound requests
Calls In
Number of successful inbound calls
Inbd Errors
Number of inbound calls failed
Calls In Ans
Number of answered inbound calls
No Answers
Number of unanswered inbound calls
Inbd Xfers
Number of inbound transfers
Inbd Call Time
Number of seizure duration of inbound calls
Inbd Talk Time
Inbound call duration
© SAMSUNG Electronics Co., Ltd.
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Avg Inbd Call Time
Average seizure duration of inbound calls
(Inbound Call Time / Inbound Answers)
Avg Inbd Talk
Average inbound call duration
Time
(Inbound Talk Time / Answered Calls (Inbound))
Inbd Ratio
Inbound success ratio (Inbound Attempts / Inbound Calls * 100)
Inbd Answer Ratio
Inbound answer ratio
(Inbound Calls Answered / Inbound Calls * 100)
84
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Outbound Station Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on station outbound calls. Select the [Outbound Station Call
Statistics] submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Out Trys
Number of attempts of outbound calls
Outbd Errors
Number of outbound calls failed
Out Calls
Number of successful outbound calls
Off Hook
Number of hook-off cases
Outbd Answers
Number of outbound calls
Outbd Xfers
Number of outbound transfers
Outbd Call Time
Number of seizure duration of outbound calls
Outbd Talk Time
Outbound call duration
© SAMSUNG Electronics Co., Ltd.
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Avg Out Call Time
Average seizure duration of outbound calls
(Outbound Call Time / Outbound Calls)
Avg Out Talk Time
Average outbound call duration
(Outbound Talk Time / Outbound Calls)
Out Call Ratio
Outbound success ratio
(Outbound Calls / Outbound Attempts * 100)
Outbd Ans Ratio
Outbound call ratio
(Outbound Calls / Outbound Answers * 100)
86
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Inbound Station Call Breakdown
This menu allows you to verify the overall statistics and the time-based
statistics on station inbound calls in detail. Select the [Inbound Station Call
Breakdown] submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Inbound(Internal)
Internal inbound
Inbound(External)
External inbound
In Trys
Number of inbound requests
Calls In
Number of successful inbound calls
Calls Ans
Number of calls answered
X-fers Out
Number of transfers
Call Time
Seizure duration
Talk Time
Call duration
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Inbd Ratio
Inbound success ratio (Inbound Attempts / Inbound Calls * 100)
Ans Ratio
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
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Outbound Station Call Breakdown
This menu allows you to verify the overall statistics and the time-based
statistics on station outbound calls in detail. Select the [Outbound Station Call
Breakdown] submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Outbound(Internal)
Internal Outbound
Outbound(External)
External outbound
Out Trys
Number of outbound attempts
Out Calls
Number of successful outbound calls
X-fer Out
Number of transfers
Call Time
Seizure duration
Talk Time
Call duration
Avg Call Time
Average seizure duration (Call Time / Calls Answered)
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Out Call Ratio
Outbound success ratio
(Outbound Calls / Outbound Attempts * 100)
88
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Ans Ratio
© SAMSUNG Electronics Co., Ltd.
Answer ratio (Total Calls / Calls Answered * 100)
89
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Outbound Station Call Error Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on failed station outbound calls. Select the [Outbound Station Call
Error Statistics] submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Out Trys
Number of outbound attempts
Outbd Errors
Number of outbound failures
Outbd Error Ratio
Outbound failure ratio
(Outbound Errors / Outbound Attempts * 100)
90
No Such #
Inexistent phone number
Limited Class
Limited class
Trunk Busy
Trunk is busy.
StationBusy
Station is busy.
Station DND
Station DND
Does Not Exist
No more stations
Plug Out
Unplugged
Device Mismatch
Device is invalid.
Group Busy
Group is busy.
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Unknown
© SAMSUNG Electronics Co., Ltd.
Unknown
91
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Station Feature Code Usage Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on station features. Select the [Station Feature Code Usage Statistics]
submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
92
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Call Back
Call back
Camp On
Camp on
DND
Do Not Disturb
Forward
Forwarding
Message
Leaving messages
OHVA
Urgent alarm
Programmed Message
Programming messages
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Station Group Call Statistics
This menu allows you to verify the overall statistics and the group-based
statistics on station inbound calls. Select the [Station Group Call Statistics]
submenu of the Station menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Total Groups
Total number of groups
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
Max Lines Used
Number of Max Lines Used
In Trys
Number of inbound requests
Calls In
Number of successful inbound calls
All Lines Busy
Number of failures when all lines are busy
Errored Calls
Number of other failures
Calls In Ans
Number of answered inbound calls
No Answers
Number of unanswered inbound calls
Inbd Xfers
Number of inbound transfers
Inbd Call Time
Number of seizure duration of inbound calls
© SAMSUNG Electronics Co., Ltd.
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Inbd Talk Time
Inbound call duration
Avg Inbd Call Time
Average seizure duration of inbound calls
(Inbound Call Time / Inbound Answers)
Avg Inbd Talk Time
Average inbound call duration
(Inbound Talk Time / Answered Calls (Inbound))
Inbd Ratio
Inbound success ratio
(Inbound Attempts / Inbound Calls * 100)
Inbd Answer Ratio
Inbound answer ratio
(Inbound Calls Answered / Inbound Calls * 100)
94
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Inbound Station Call Statistics by Group
This menu allows you to verify the overall statistics and the time-based
statistics on inbound calls of a specific station group. Select the [Inbound
Station Call Statistics by Group] submenu of the Station menu.
Select the target time period and station group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Time
Time (The first and last rows indicate detailed time.)
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of available lines
In Trys
Number of inbound requests
Calls In
Number of successful inbound calls
All Lines Busy
Number of failures when all lines are busy
Errored Calls
Number of other failures
Calls In Ans
Number of answered inbound calls
No Answers
Number of unanswered inbound calls
Inbd Xfers
Number of inbound transfers
© SAMSUNG Electronics Co., Ltd.
95
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Inbd Call Time
Number of seizure duration of inbound calls
Inbd Talk Time
Inbound call duration
Avg Inbd Call Time
Average seizure duration of inbound calls
(Inbound Call Time / Inbound Answers)
Avg Inbd Talk Time
Average inbound call duration
(Inbound Talk Time / Answered Calls (Inbound))
Inbd Ratio
Inbound success ratio (Inbound Attempts / Inbound Calls * 100)
Inbd Answer Ratio
Inbound answer ratio
(Inbound Calls Answered / Inbound Calls * 100)
96
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Inbd Station Call Breakdown by Group
This menu allows you to verify the overall statistics and the time-based
statistics on inbound calls of a specific station group in detail. Select the [Inbd
Station Call Breakdown by Group] submenu of the Station menu.
Select the target time period and station group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Time
Time (The first and last rows indicate detailed time.)
Inbound(Internal)
Internal inbound
Inbound(External)
External inbound
In Trys
Number of inbound requests
Calls In
Number of successful inbound calls
Calls Ans
Number of calls answered
X-fers Out
Number of transfers
Call Time
Seizure duration
Talk Time
Call duration
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
© SAMSUNG Electronics Co., Ltd.
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Inbd Ratio
Inbound success ratio
(Inbound Attempts / Inbound Calls * 100)
Ans Ratio
98
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Station Port Statistics
This menu allows you to verify the overall statistics on and calling list of a
specific station port. Select the [Station Port Statistics] submenu of the Station
menu.
Select the target time period, type and port from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Station #
Station phone number
Total Calls
Number of seizures
Failed Calls
Number of failures
Abandoned Calls
Number of calls hung up while ringing
Completed Calls
Number of successful calls
Ans Ratio
Call success ratio (Total Calls / Call Attempts * 100)
Type
Inbound/Outbound
External
External number
Number/Caller ID
Phone #
Phone number
Call Start Time
Seizure start time
Call Answered
Call start time
Time
© SAMSUNG Electronics Co., Ltd.
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Call End Time
Seizure end time
Call Time
Seizure duration
Talk Time
Call duration
Call Type
Call type(Primary/Recall/Callback/Overflow/Consultation/Transfer
/Conference/Unknown)
Completion Status
End status(Fail/Hook Off/Ring/Connected/Queuing/External
Outbound/External Answer)
Completion Cause
100
Cause of end
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Statistics
This section describes the statistics on UCD of the OfficeServ system.
UCD Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on UCD inbound calls. Select the [UCD Call Statistics] submenu of
the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Number of records
Time
Time (The first and last rows indicate detailed time.)
Total Groups
Number of Groups
Max Agents
Number of agents
Avg Agents
Number of agents logged in
Logged In
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Abd Calls
Number of abandoned calls
Over-flow In
Number of overflow inbound calls
Over-flow Out
Number of overflow outbound calls
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
Talk Time
Call duration
Avg Talk Time
Average call duration
(Talk Time / [Calls Answered + Transfers Answered])
Avg Wait Time
Average waiting duration (Answered Wait Time / Calls Answered)
Avg Time to Abd
Average waiting duration of abandoned calls
(Abandoned Wait Time / Abandoned Calls)
Ans Ratio
102
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Group Call Statistics
This menu allows you to verify the overall statistics and the group-based
statistics on UCD inbound calls. Select the [UCD Group Call Statistics]
submenu of the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Total Groups
Number of groups
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Max Agents
Number of agents
Avg Agents
Number of agents logged in
Logged In
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Abd Calls
Number of abandoned calls
Over-flow In
Number of overflow inbound calls
Over-flow Out
Number of overflow outbound calls
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Talk Time
Call duration
Avg Talk Time
Average call duration
(Talk Time / [Calls Answered + Transfers Answered])
Avg Wait Time
Average waiting duration (Answered Wait Time / Calls Answered)
Avg Time to Abd
Average waiting duration of abandoned calls
(Abandoned Wait Time / Abandoned Calls)
Ans Ratio
104
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Call Statistics by Group
This menu allows you to verify the overall statistics and the time-based
statistics on UCD inbound calls of a specific UCD group. Select the [UCD
Call Statistics by Group] submenu of the UCD menu.
Select the target time period and UCD group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Time
Time (The first and last rows indicate detailed time.)
Max Agents
Number of agents
Avg Agents
Number of agents logged in
Logged In
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Abd Calls
Number of abandoned calls
Over-flow In
Number of overflow inbound calls
Over-flow Out
Number of overflow outbound calls
Forced Log Outs
Number of forced logout cases
Inbd Xfer Ans
Number of transferred inbound calls answered
Talk Time
Call duration
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Group Number
Group number
Avg Talk Time
Average call duration
(Talk Time / [Calls Answered + Transfers Answered])
Avg Wait Time
Average waiting duration (Answered Wait Time / Calls Answered)
Avg Time to Abd
Average waiting duration of abandoned calls
(Abandoned Wait Time / Abandoned Calls)
Ans Ratio
106
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Agent Statistics Summary
This menu allows you to verify the overall agent statistics and the time-based
statistics on UCD inbound calls. Select the [UCD Agent Statistics Summary]
submenu of the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows indicate detailed time.)
Total Groups
Number of groups
Max Agents
Number of agents
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Consults
Number of consultation
X-fers Out
Number of transfers
Grp Call Xfers Out
Number of group transfers
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
Login Time
Login time
Talk Time
Call duration
Consult Time
Consultation duration
© SAMSUNG Electronics Co., Ltd.
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UCD Group Statistics Summary
This menu allows you to verify the overall agent statistics and the group-based
statistics on UCD inbound calls. Select the [UCD Group Statistics Summary]
submenu of the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
108
Description
Total Groups
Number of groups
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Max Agents
Number of agents
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Consults
Number of consultation
X-fer Out
Number of transfers
Grp Call Xfers Out
Number of group transfers
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
Login Time
Login time
Talk Time
Call duration
Consult Time
Consultation duration
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Agent Statistics by Group
This menu allows you to verify the overall agent statistics and the agent-based
statistics on UCD inbound calls of a specific UCD group. Select the [UCD
Agent Statistics by Group] submenu of the UCD menu.
Select the target time period and UCD group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Agents
Number of agents
Agent #
Agent Number
Agent Name
Name of an agent.
If an agent PIN is in use then it will be agent PIN name assigned
in [Add Agent PIN] configuration page.
If PIN is no in use, it would be the station name.
Blank if name is not configured.
Agent PIN
PIN used when log on
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Consults
Number of consultation
X-fers Out
Number of transfer
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Grp Call Xfers Out
Number of group transfer
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
Login Time
Login time
Idle Time
Idle duration
Ring Time
Duration between a call starts ringing and it is answered on agent
device
110
Talk Time
Talk duration
Hold Time
Duration of put calls on hold
Wrapup Time
Duration of work after call
Consult Time
Consultation duration
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Agent Counts Detailed Statistics
This menu allows you to verify the overall statistics on calls of a specific
agent. Select the [UCD Agent Counts Detailed Statistics] submenu of the
UCD menu.
Select the target time period and agent from the execution options and click
[Query].
Columns of the Total Summary table and Each Time table are described
below:
Column
Description
Agent #
Agent Number
Agent Name
Name of an agent.
If an agent PIN is in use then it will be agent PIN name
assigned in [Add Agent PIN] configuration page.
If PIN is no in use, it would be the station name.
Blank if name is not configured.
Agent PIN
PIN used when log on
Total Groups
Number of groups
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Consults
Number of consultation
© SAMSUNG Electronics Co., Ltd.
111
Error! Style not defined.
112
X-fers Out
Number of transfers
Grp Call Xfers Out
Number of group transfers
Forced Log Outs
Number of forced logout cases
Inbd Xfers Ans
Number of transferred inbound calls answered
Direct Calls
Number of direct inbound calls
Direct Calls Ans
Number of direct inbound answers
Outbd Calls
Number of outbound calls
Pick-ups
Number of calls picked up from other devices
Conf’s
Number of conferences
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Agent Times Detailed Statistics
This menu allows you to verify the time-based statistics on calls of a specific
agent. Select the [UCD Agent Times Detailed Statistics] submenu of the UCD
menu.
Select the target time period and agent from the execution options and click
[Query].
Columns of the Total Summary table and Each Time table are described
below:
Column
Description
Agent NO
Agent Number
Agent Name
Name of an agent.
If an agent PIN is in use then it will be agent PIN name
assigned in [Add Agent PIN] configuration page.
If PIN is no in use, it would be the station name.
Blank if name is not configured.
Agent PIN
PIN used when log on
Total Groups
Number of groups
Calls In
Number of inbound calls
Calls Ans
Number of calls answered
Login Time
Login time
Idle Time
Idle duration
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Ring Time
Duration between a call starts ringing and it is answered on
agent device
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Inbd Talk Time
Talk duration
Hold Time
Duration of put calls on hold
Wrapup Time
Duration of work after call
Consult Time
Consultation duration
Direct Call Time
Direct inbound call duration
Outbd Talk Time
Outbound call duration
Pickup Call Time
Pickup call duration
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
UCD Call Time Statistics
This menu allows you to verify the statistics on the distribution of UCD calls
based on call duration and time zone. Select the [UCD Call Time Statistics]
submenu of the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows indicate detailed time.)
<= 1 m
Number of calls whose duration is less than or equal to 1 minute
<= 2 m
Number of calls whose duration is less than or equal to 2 minutes
<= 3 m
Number of calls whose duration is less than or equal to 3 minutes
<= 4 m
Number of calls whose duration is less than or equal to 4 minutes
<= 5 m
Number of calls whose duration is less than or equal to 5 minutes
<= 6 m
Number of calls whose duration is less than or equal to 6 minutes
>6m
Number of calls whose duration is greater than 6 minutes
Total Calls
Total number of calls
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Max Call Time
Maximum call duration
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UCD Group Call Time Statistics
This menu allows you to verify the statistics on the distribution of UCD calls
based on call duration and group. Select the [UCD Group Call Time Statistics]
submenu of the UCD menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
116
Description
Total Groups
Total number of groups
Group Number
Group Number
Group Name
Name of a station group. Blank if not available
<= 1 m
Number of calls whose duration is less than or equal to 1 minute
<= 2 m
Number of calls whose duration is less than or equal to 2 minutes
<= 3 m
Number of calls whose duration is less than or equal to 3 minutes
<= 4 m
Number of calls whose duration is less than or equal to 4 minutes
<= 5 m
Number of calls whose duration is less than or equal to 5 minutes
<= 6 m
Number of calls whose duration is less than or equal to 6 minutes
>6m
Number of calls whose duration is greater than 6 minutes
Total Calls
Total number of calls
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Max Call Time
Maximum call duration
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UCD Wait Time Statistics
This menu allows you to verify the statistics on the distribution of UCD calls
based on the wait time and time zone. Select the [UCD Wait Time Statistics]
submenu of the UCD menu.
Select the target time period and type from the execution options and click
[Query]. Answer of Type is the waiting duration of an answered call, and
Abandon of Type is of an abandoned call.
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows indicate detailed time.)
<= 10 s
Number of waiting cases whose duration is less than or equal to
10 seconds
<= 20 s
Number of waiting cases whose duration is less than or equal to
20 seconds
<= 40 s
Number of waiting cases whose duration is less than or equal to
40 seconds
<= 60 s
Number of waiting cases whose duration is less than or equal to
60 seconds
<= 80 s
Number of waiting cases whose duration is less than or equal to
80 seconds
<= 100 s
Number of waiting cases whose duration is less than or equal to
100 seconds
<= 120 s
Number of waiting cases whose duration is less than or equal to
120 seconds
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> 120 s
Number of waiting cases whose duration is greater than 120
seconds
Total Calls
Total number of waiting cases
Avg Wait Time
Average waiting duration (Answered Wait Time / Calls Answered)
Avg Time to Abd
Average abandon duration
(Abandoned Wait Time / Abandoned Calls)
Max Wait Time
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Maximum waiting duration
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UCD Group Wait Time Statistics
This menu allows you to verify the statistics on the distribution of UCD calls
based on wait time and group. Select the [UCD Group Wait Time Statistics]
submenu of the UCD menu.
Select the target time period and type from the execution options and click
[Query]. Answer of Type is the waiting duration of an answered call, and
Abandon of Type is of an abandoned call.
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Total Groups
Number of groups
Group Number
Group Number
Group Name
Name of a station group. Blank if not available
<= 10 s
Number of waiting cases whose duration is less than or equal to
10 seconds
<= 20 s
Number of waiting cases whose duration is less than or equal to
20 seconds
<= 40 s
Number of waiting cases whose duration is less than or equal to
40 seconds
<= 60 s
Number of waiting cases whose duration is less than or equal to
60 seconds
<= 80 s
Number of waiting cases whose duration is less than or equal to
80 seconds
<= 100 s
Number of waiting cases whose duration is less than or equal to
100 seconds
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Column
<= 120 s
Description
Number of waiting cases whose duration is less than or equal to
120 seconds
> 120 s
Number of waiting cases whose duration is greater than 120
seconds
Total Calls
Total number of waiting cases
Avg Wait Time
Average waiting duration (Answered Wait Time / Calls Answered)
Avg Time to Abd
Average abandon duration
(Abandoned Wait Time / Abandoned Calls)
Max Wait Time
120
Maximum waiting duration
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UCD Group Abandoned Call List
This menu allows you to verify the list of abandoned calls of a UCD group.
Select the [UCD Group Abandoned Call List] submenu of the UCD menu.
Select the target time period and UCD group from the execution options and
click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Group Number
Group number
Group Name
Name of a station group. Blank if not available
Calls In
Number of inbound calls
Abd Calls
Number of abandoned calls
Over-flow In
Number of overflow inbound calls
Abandoned Wait
Waiting time for abandoned calls
Time
Avg Time to Abd
Average waiting duration of abandoned calls
(Abandoned Wait Time / Abandoned Calls)
Abandoned Ratio
Abandoned call ratio (Abandoned Calls / Inbound Calls * 100)
Number
Record number
Start Time
Start time
Inbound #
Inbound phone number
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Column
122
Description
Group Number
Group number
DID #
DID number
CLI #
CLI number
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Operator Statistics
This menu allows you to verify the statistics on operator information of the
OfficeServ system.
Operator Group Call Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on inbound operator calls. Select the [Operator Group Call Statistics]
submenu of the Operator menu.
Set the options in the execution options, and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Ring Plans
Number of applied ring plans
Total Groups
Number of groups
Time
Time (The first and last rows display detailed time.)
Ring Plan
Ring Plan
Group Number
Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
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Column
Description
In Trys
Number of required inbound calls
Call In
Number of successful inbound calls
All Lines Busy
Busy faulty count
Errored Calls
Number of other failures
Calls In Ans
Number of answered inbound calls
No Answers
Number of unanswered inbound calls
Inbd Xfers
Number of inbound transfer calls
Inbd Call Time
Seizure duration of inbound calls
Inbd Talk Time
Inbound call duration
Avg Inbd Call
Average seizure duration of inbound calls
Time
(Inbound Call Time / Inbound Answers)
Avg Inbd Talk
Average call duration of inbound calls
Time
(Inbound Talk Time / Answered Calls (Inbound))
Inbd Ratio
Ratio of successful inbound calls
(Inbound Attempts / Inbound Calls * 100)
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Inbd Answer
Ratio of answered inbound calls
Ratio
(Inbound Calls Answered / Inbound Calls * 100)
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Operator Group Call Breakdown
This menu allows you to verify the overall statistics and the time-based
statistics on inbound operator calls. Select the [Operator Group Call
Breakdown] submenu of the Operator menu.
Set the options in the execution options, and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Total Groups
Number of groups
Time
Time(The first and last rows display detailed time.)
Group Number
Group Number
Inbound(Internal)
Internal inbound
Inbound(External)
External inbound
In Trys
Number of required inbound calls
Calls In
Number of successful inbound calls
Calls Ans
Number of answers
X-fer Out
Transfer count
Call Time
Seizure duration
Talk Time
Call duration
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Column
Description
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Inbd Ratio
Ratio of successful inbound calls
(Inbound Attempts / Inbound Calls * 100)
Ans Ratio
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Ratio of answers (Calls Answered / Inbound Calls * 100)
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Operator Call Time Statistics
This menu allows you to verify the time-based distribution statistics on
operator calls. Select the [Operator Call Time Statistics] submenu of the
Operator menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows display detailed time.)
<= 30 s
Number of calls whose duration is less than or equal to 30
seconds
<= 60 s
Number of calls whose duration is less than or equal to 60
seconds
<= 90 s
Number of calls whose duration is less than or equal to 90
seconds
<= 2 m
Number of calls whose duration is less than or equal to 2 minutes
<= 3 m
Number of calls whose duration is less than or equal to 3 minutes
<= 4 m
Number of calls whose duration is less than or equal to 4 minutes
<= 5 m
Number of calls whose duration is less than or equal to 5 minutes
<= 10 m
Number of calls whose duration is less than or equal to 10
minutes
<= 20 m
Number of calls whose duration is less than or equal to 20
minutes
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<= 30 m
Number of calls whose duration is less than or equal to 30
minutes
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> 30 m
Number of calls whose duration is greater than 30 minutes
Total Calls
Total number of calls
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Operator Call Time Stats by Ring Plan
This menu allows you to verify the statistics on operator calls based on time
and ring plans. Select the [Operator Call Time Stats by Ring Plan] submenu of
the Operator menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Ring Plans
Number of applied ring plans
<= 30 s
Number of calls whose duration is less than or equal to 30
seconds
<= 60 s
Number of calls whose duration is less than or equal to 60
seconds
<= 90 s
Number of calls whose duration is less than or equal to 90
seconds
<= 2 m
Number of calls whose duration is less than or equal to 2 minutes
<= 3 m
Number of calls whose duration is less than or equal to 3 minutes
<= 4 m
Number of calls whose duration is less than or equal to 4 minutes
<= 5 m
Number of calls whose duration is less than or equal to 5 minutes
<= 10 m
Number of calls whose duration is less than or equal to 10
minutes
<= 20 m
Number of calls whose duration is less than or equal to 20
minutes
<= 30 m
Number of calls whose duration is less than or equal to 30
minutes
> 30 m
Number of calls whose duration is greater than 30 minutes
Total Calls
Total number of calls
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Operator Port Call Statistics
This menu allows you to verify the overall statistics on operator calls and
statistics by operator port. Select the [Operator Port Call Statistics] submenu
of the Operator menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
130
Description
Total Ports
Port number
Port #
Port telephone number
Port Name
Name of a station. Blank if not available
Ring Plans
Number of applied ring plans
Total Groups
Number of groups
Call In
Number of inbound calls
Inbd Xfers
Number of transfer inbound calls
Calls In Ans
Number of answered inbound calls
X-fers Out
Transfer count
Inbd Call Time
Inbound seizure duration
Inbd Talk Time
Inbound call duration
Avg Inbd Call
Average inbound seizure duration
Time
(Inbound Call Time / Inbound Answers)
Avg Inbd Talk
Average inbound call duration
Time
(Inbound Talk Time / Answered Calls (Inbound))
© SAMSUNG Electronics Co., Ltd.
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Column
Description
Inbd Answer
Ratio of answered inbound calls
Ratio
(Inbound Calls Answered / Inbound Calls * 100)
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Operator Port Call Breakdown
This menu allows you to verify the overall statistics on operator calls and
statistics by port. Select the [Operator Port Call Breakdown] submenu of the
Operator menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
132
Description
Total Ports
Port number
Port #
Port telephone number
Port Name
Name of a station. Blank if not available
Ring Plans
Number of applied ring plans
Total Groups
Number of groups
Inbound(Internal)
Internal inbound
Inbound(External)
External inbound
Calls In
Number of inbound calls
Inbd Xfers
Number of transfer inbound calls
Calls Ans
Number of answers
Talk Time
Call duration
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
Ans Ratio
Answer ratio (Calls Answered / Inbound Calls * 100)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Miscellaneous
This menu allows you to verify the miscellaneous statistical data on the
OfficeServ system.
VM/AA Group Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on VM/AA inbound calls. Select the [VM/AA Group Statistics]
submenu of the Miscellaneous menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time(The first and last rows display detailed time.)
Total Ports
Total number of ports
Ports Out of Svc
Number of faulty ports
Port Avail.
Number of ports available
In Trys
Number of required inbound calls
Inbd Errors
Number of successful inbound calls
Calls In
Number of inbound transfer calls
Inbd Xfers
Number of required transfer
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Column
Description
Short Calls
Simple inquired number
Xfer Attempts
Number of transfer attempts
Xfer Errors
Number of transfer failures
Actual Xfers
Number of successful transfer
Call Time
Seizure duration
Short Call Time
Simple inquired duration
Avg Call Time
Average seizure duration (Call Time / Calls Answered)
Avg Short Call Time
Average simple inquired duration
(Short Call Time / Short Calls)
Call Ratio
Ratio of successful seizure
(Actual Calls / Call Attempts * 100)
Xfer Ratio
Ratio of successful transfer
(Transfers / Transfer Attempts * 100)
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VM/AA Group Error Statistics
This menu allows you to verify the overall statistics and the time-based
statistics on VM/AA transfer failures. Select the [VM/AA Group Error
Statistics] submenu of the Miscellaneous menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Rows
Total number of records
Time
Time (The first and last rows display detailed time.)
Xfer Attempts
Number of required transfer
Xfer Errors
Number of transfer failures
Xfer Error Ratio
Ratio of transfer
(Transfer Errors / Transfer Attempts * 100)
Invalid
Invalid number
Busy
Busy
DND
DND
Does Not Exist
Called Station is no more existed
Plug Out
Plug out
Device Mismatch
Device mismatch
No Answer
No answer
Abandoned
Abandoned
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Column
Other
136
Description
Others
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DID Statistics
This menu allows you to verify the overall statistics on DID inbound calls and
the statistics by DID. Select the [DID Statistics] submenu of the
Miscellaneous menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
Total DIDs
DID count
DID #
DID Digits. Only those DIDs marked as “Show” in [Configure
DID] will appear.
DID Name
DID Name
DID Group
DID group assigned while [Miscellaneous > Configure DID]
Call Attempts
Seizure count
Calls Answered
Number of answers
Abandoned Calls
Number of abandoned calls
Ans Ratio
Ratio of answers (Calls Answered / Inbound Calls * 100)
Call Time
Sum total of call duration
Talk Time
Sum total of talk duration
Avg Call Time
Average call duration (Call Time / Call Attempts)
Avg Talk Time
Average talk duration (Talk Time / Calls Answered)
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DID Statistics by DID Group
This menu allows you to verify the overall statistics on DID Group inbound
calls and the statistics by DID Group. Select the [DID Statistics by DID
Group] submenu of the Miscellaneous menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
138
Description
Total Groups
DID group count
Total DIDs
DID count
DID Group
DID group name
DID #s
Number of DIDs in the group
Call Attempts
Seizure count
Calls Answered
Number of answers
Abandoned Calls
Number of abandoned calls
Ans Ratio
Ratio of answers (Calls Answered / Inbound Calls * 100)
Call Time
Sum total of call duration
Talk Time
Sum total of talk duration
Avg Call Time
Average call duration (Call Time / Call Attempts)
Avg Talk Time
Average talk duration (Talk Time / Calls Answered)
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Detailed DID Statistics
This menu allows you to verify the overall statistics on DID inbound calls and
the statistics by DID. Select the [Detailed DID Statistics] submenu of the
Miscellaneous menu.
Select the target time period from the execution options and click [Query].
Columns of the Total Summary table and Each Time table are described below:
Column
Description
DID #
DID Number
Time
Time (The first and last rows display detailed time.)
Call Attempts
Seizure count
Call Answered
Number of answers
Abandoned Calls
Number of abandoned calls
Ans Ratio
Ratio of answers (Calls Answered / Inbound Calls * 100)
Call Time
Trunk seizure duration
Talk Time
Call duration
Avg Call Time
Average trunk seizure duration (Call Time / Call Attempts)
Avg Talk Time
Average call duration (Talk Time / Calls Answered)
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OfficeServ DataView User Guide
CHAPTER 5. Monitoring
This chapter describes the monitoring function of the OfficeServ DataView Web page.
Monitoring Window Layout
You can use the monitoring function after connecting and logging in to the
OfficeServ DataView homepage.
The general layout of a monitoring window is shown below:
Additional Menus
Page Title
Sum
Sum
© SAMSUNG Electronics Co., Ltd.
Execution Options
Detailed Result
Detailed Results
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Page Title
The selected submenu is displayed as the title.
Additional Menus
The three menus below are provided as additional menus. Refer to the
‘Additional Menu’ section of this chapter for detailed descriptions.
Menu
Description
Creates a new window for monitoring.
Execution Options
This section of the window allows you to set a monitoring option and to start
or stop the monitoring process. The [Interval] option is applied to all
monitoring pages, which are refreshed at each set interval time. Additional
conditions may be provided depending on the monitoring item.
Sum
This section of the window displays the sum of each item being monitored.
Detailed Results
This section of the window displays detailed monitoring results for the
selected submenu.
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Selecting a Monitoring Item
Monitoring windows display information on call events that occur in the
OfficeServ system, based on various criteria such as trunk and station. You can
select a monitoring item by placing the mouse pointer over a main menu and
clicking a submenu from the list displayed.
Monitoring Item
Monitoring items are categorized into four main menus, Trunk, Station, UCD,
and Miscellaneous, and are further categorized into fifteen submenus.
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Additional Menus
New Page
Click the New(
) icon to view the current monitoring window from a new
page. This function helps you to monitor multiple items simultaneously. The
following figure shows an example of clicking the New icon of a Trunk Group
Status window.
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Trunk Monitoring
This function is used for monitoring the trunk status of the OfficeServ system.
Trunk Group Status
This menu allows you to monitor the overall status of trunk groups and the
status of each group. Select the [Trunk Group Status] submenu of the Trunk
menu.
Click [Start] from the execution options to start the monitoring.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Groups
Total number of groups
Group Number
Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Agent Busy
Number of busy lines
In Trys
Inbound seize count
Out Trys
Outbound seize count
Busy Ratio
Line usage (Number of busy lines/Number of lines available * 100)
Calls to Group
Number of Group Incoming calls
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Trunk Port Status by Group
This menu allows you to monitor the status of a selected trunk group and the
status of each trunk port of the group. Select the [Trunk Port Status by Group]
submenu of the Trunk menu.
Select a group from the execution options and click [Start].
Columns of the Total Summary table and the Each Group table are described
below:
Column
146
Description
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Agents Busy
Number of busy lines
In Trys
Inbound seize count
Out Trys
Outbound seize count
Busy Ratio
Line usage (Number of busy lines/Number of lines available * 100)
Calls to Group
Number of Group Incoming calls
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
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Duration
Duration
Phone Number
Telephone number of the opposite party
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Trunk Port Status
This menu allows you to monitor the trunk port status for a selected scope.
Select the [Trunk Port Status] submenu of the Trunk menu.
Enter the range of trunk ports in the execution options and click [Start].
If you mark the [Show Plug Out] check box, it will show plugged out trunk
ports in the selected scope.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
Description
Describe group calls
--> G: Group In
<-- G: Group Out
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Trunk Port Status by Call Time
This menu allows you to monitor the trunk port status for a selected time.
Select the [Trunk Port Status by Call Time] submenu of the Trunk menu.
Enter the range of trunk ports and select the duration of the trunk port, and
click [Start].
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
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Station Monitoring
This function is used for monitoring the station status of the OfficeServ
system.
Station Group Status
This menu allows you to monitor the overall status of station groups and the
status of each group. Select the [Station Group Status] submenu of the Station
menu.
Click [Start] from the execution options to start the monitoring.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Groups
Total number of groups
Group Number
Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Agents Busy
Number of busy lines
In Trys
Inbound seize count
Out Trys
Outbound seize count
Busy Ratio
Line usage (Number of busy lines/Number of lines available *
100)
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Calls to Group
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Number of Group Incoming calls
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Station Port Status by Group
This menu allows you to monitor the status of a selected station group and the
status of each station port of the group. Select the [Station Port Status by
Group] submenu of the Station menu.
Select a group from the execution options and click [Start].
Columns of the Total Summary table and the Each Group table are described
below:
Column
152
Description
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Agents Busy
Number of busy lines
In Trys
Inbound seize count
Out Trys
Outbound seize count
Busy Ratio
Line usage (Number of busy lines/Number of lines available * 100)
Calls to Group
Number of Group Incoming calls
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
© SAMSUNG Electronics Co., Ltd.
OfficeServ DataView User Guide/Ed.003
Station Port Status
This menu allows you to monitor the station port status for a selected scope.
Select the [Station Port Status] submenu of the Station menu.
Enter the range of station ports in the execution options and click [Start].
If you mark the [Show Plug Out] check box, it will show plugged out trunk
ports in the selected scope.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
Description
Describe group calls
--> G: Group In
<-- G: Group Out
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Station Port Status by Call Time
This menu allows you to monitor the station port status for a selected time.
Select the [Station Port Status by Call Time] submenu of the Station menu.
Enter the range of station ports and select the duration of the station port, and
click [Start].
Columns of the Total Summary table and the Each Group table are described
below:
Column
154
Description
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
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UCD Monitoring
This function is used for monitoring the UCD status of the OfficeServ system.
UCD Group Call Status
This menu allows you to monitor the overall status of UCD groups and the
call status of a UCD group. Select the [UCD Group Call Status] submenu of
the UCD menu.
Click [Start] from the execution options to start the monitoring.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Groups
Total number of groups
Group Number
Group Number
Agents
Number of agents
Logged In
Number of agents logged in
Inbd Answers
Number of inbound calls
Calls In Queue
Number of queued calls
Calls Answered
Number of calls answered
Calls to Group
Number of Group Incoming calls
Ans Calls to Grp
Group Incoming answered count
Group Call Ans
Response rate (Number of calls answered/Number of inbound
Ratio
calls * 100)
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UCD Group Login Status
This menu allows you to monitor the overall agent status of UCD groups and
the agent status of a UCD group. Select the [UCD Group Login Status]
submenu of the UCD menu.
Click [Start] from the execution options.
Columns of the Total Summary table and the Each Group table are described
below:
Column
156
Description
Total Groups
Total number of groups
Group Number
Group Number
Group Name
Group Name
Agents
Number of agents
Logged In
Number of agents logged in
Logged Out
Number of agents logged out
Agents Busy
Number of busy agents
Busy Ratio
Call rate (Number of busy agents/Number of agents logged in * 100)
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UCD Agent Status
This menu allows you to monitor the status of a UCD group and the status of
agents assigned to the UCD group. Select the [UCD Agent Status] submenu of
the UCD menu.
Click [Start] from the execution options.
If you mark the [Show Plug Out] check box, it will show plugged out trunk
ports in the selected scope.
The record will be colored accoring to the agent/call status.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Group Number
Selected Group Number
Group Name
Selected Group Name
Agents
Number of agents
Logged In
Number of agents logged in
Logged Out
Number of agents logged out
Agents Busy
Number of busy agents
Busy Ratio
Call rate (Number of busy agents/Number of agents logged in * 100)
Number
Record Number
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Port #
Agent Tel Number
Port Status
Port status
Agent PIN
PIN used when log on.
Agent Name
Agent PIN name assigned in [Add Agent PIN] configuration page.
Agent Status
Agent status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
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UCD Overall Agent Status
This menu allows you to monitor the status of all UCD agent at one time .
Select the [UCD Overall Agent Status] submenu of the UCD menu.
Click [Start] from the execution options.
The record will be colored accoring to the agent/call status.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Groups
UCD Group Counts
Agents
Number of agents
Group Number
UCD Group Tel
Group Name
UCD Group Name
Logged In
Number of agents logged in
Logged Out
Number of agents logged out
Agents Busy
Number of busy agents
Busy Ratio
Call rate(Number of busy agents/Number of agents logged in * 100)
Port #
Agent Tel Number
Port Status
Port status
Agent PIN
PIN used when log on.
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Agent Name
Agent PIN name assigned in [Add Agent PIN] configuration page.
Agent Status
Agent status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
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Miscellaneous
This function is used for monitoring miscellaneous statuses of the OfficeServ
system.
Operator Group Status
This menu allows you to monitor an operator group status. Select the
[Operator Group Status] submenu of the Miscellaneous menu.
Click [Start] from the execution options to start the monitoring.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Ring Plan
Ring Plan Number
Group
Operator Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Inbd Answers
Number of inbound calls
Calls In Queue
Number of queued calls
Calls Answered
Number of calls answered
Ans Ratio
Response rate (Number of calls answered/Number of inbound
calls * 100)
Calls to Group
Number of Group Incoming calls
Number
Record Number
Port #
Port Number
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Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
VM/AA Group Status
This menu allows you to monitor an VM/AA Group status. Select the
[VM/AA Group Status] submenu of the Miscellaneous menu.
Click [Start] from the execution options.
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Groups
Total number of groups
Group Number
Group Number
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Inbd Answers
Number of inbound calls
Calls In Queue
Number of queued calls
Calls Answered
Number of calls answered
Ans Ratio
Response rate (Number of calls answered/Number of inbound
calls * 100)
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Calls to Group
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Number of Group Incoming calls
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VM/AA Group Port Status
This menu allows you to monitor an VM/AA group port status. Select the
[VM/AA Group Port Status] submenu of the Miscellaneous menu.
Select a group from the execution options and click [Start].
Columns of the Total Summary table and the Each Group table are described
below:
Column
Description
Total Lines
Total number of lines
Lines Out of Svc
Number of faulty lines
Lines Avail.
Number of lines available
Inbd Answers
Number of inbound calls
Calls In Queue
Number of queued calls
Calls Answered
Number of calls answered
Ans Ratio
Response rate (Number of calls answered/Number of inbound
calls * 100)
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Calls to Group
Number of Group Incoming calls
Number
Record Number
Port #
Port Number
Port Type
Port type
Port Status
Port status
Call Status
Call status
Duration
Duration
Phone Number
Telephone number of the opposite party
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Wallboard
This function is used for monitoring important Trunk / UCD Status Data of the
OfficeServ system.
Overall Data
Go to 'Configuration->Personalize->Configure Wallboard' to configure the
wallboard contents and thresholds.
Columns of the Wall Board table is described below:
Column
Description
Trunk Total Lines
Total number of Trunk
Trunk Lines Out of Svc
Number of Trunk faulty lines
Trunk Lines Avail.
Number of Trunk Available lines
Trunk Busy
Number of Trunk Busy
Trunk In Trys
Number of Trunk Inbound Seize
Trunk Out Trys
Number of Trunk Outbound Seize
Trunk Busy Ratio (%)
Trunk Busy Rate
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Trunk Calls to Group
Number of Trunk Group In
Trunk Longest Call Time
The longest seize time among the trunk currently in
use
UCD Agents
Number of UCD Agent
UCD Logged In
Number of UCD Login
UCD Logged Out
Number of UCD Log Out
UCD Agents Busy
Number of UCD Busy
UCD Busy Ratio (%)
Ratio of UCD Busy
UCD Inbd Answers
Number of UCD In Call Cnt
UCD Calls In Queue
Number of UCD Queued
UCD Calls Answered
Number of UCD Answer
UCD Calls to Group
Number of Group In
UCD Ans Calls to Grp
Number of Group In Ans
UCD Group Call Ans Ratio (%)
UCD Group In Ans Rate
UCD Longest Talk Time
UCD Longest Wait Time
The longest talk time among the currently answered
UCD calls
The longest wait among the currently ringing UCD
calls
Trunk Data by Group
This menu allows you to monitor the trunk data for selected trunk group.
Select the Trunk Data by Group of the Wallboard menu If you want to.
UCD Data by Group
This menu allows you to monitor the UCD data for selected UCD group.
Select the UCD Data by Group of the Wallboard menu If you want to.
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UCD Group Wallboard
This functoin is used for the case that you want to allows a UCD agent only
access his/her UCD group wallboard without logging on the OfficeServ
Dataview.
1. Log on to OfficeServ DataView with built-in ‘wallboard’ account. The
initial password is ‘wallboard’.
2. Select [Configuration] -> [Personalize] -> [Configure Wallboard]. Mark
UCD parameters to show and enter threshold values. Click [Save].
‘Wallboard Guest’ Account
‘Wallboard Guest’ account is a special purpose account for allow accessing
UCD group wallboard without loggin on. The UCD wallboard configuration is
common for all users who use ‘wallboard.exe’
Marking on trunk parameters has no good.
3. Copy the ‘wallboard.exe’ file under the OfficeServ DataView program
folder into the agent’s PC. Let him/her know the IP address or computer
name of the OfficeServ DataView server computer.
4. When the agent execute ‘wallboard.exe’, it will ask the ‘Server
IP/Hostname’ and ‘UCD GroupTel. No.’. Enter the appropriate values and
click OK.
‘wallboard.exe’ Options
The ‘Server IP/Hostname’ and ‘UCD GroupTel. No.’ will be stored once you
enter those values. Next time you run ‘wallboard.exe’ it will show the stored
values. If you want to change the saved value, enter new values and click
[OK]. Otherwise, just click [OK].
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5. Then, the Wallboard will open on the screen.
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CHAPTER 6. Scheduled Report
This chapter describes the scheduled report function of the OfficeServ DataView Web site.
Scheduled reports include trunk reports and UCD reports designated by a user. Refer to ‘Chapter
4. Statistics’ for descriptions report items.
Scheduled Report Window Layout
The general layout of a scheduled report window is shown below:
Page Title
Item Title
Creation Date
Period
Sum
Detailed
Results
Page Title
The category of scheduled report will be printed at the top.
There are Daily Trunk Report, Daily UCD Report, Weekly Trunk Report,
Weekly UCD Report, Monthly Trunk Report, amd Monthly UCD Report.
Period
It shows the time period that the statistical data collected.
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Creation Date
It shows the time and date of the report created.
Item Title
The title of the report will be printed.
Sum
This section of the window displays the sum of each statistical item.
Detailed Results
This section of the window displays detailed scheduled report data for the
selected submenu
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CHAPTER 7. Troubleshooting
This chapter provides information on problems that may occur during the installation and operation
of OfficeServ DataView, and describes proper actions against each problem.
ODBC Version Error
Symptom
An error message related to ODBC(Open Database Connectivity) appears on
the window.
Cause
In order to use the OfficeServ DataView program with MDB, the version of
Microsoft Access Driver(*.mdb) must be 4.0 or later. Although the Microsoft
Access Driver 4.0 for ODBC is automatically installed during the installation
of OfficeServ DataView, the driver may not have been automatically installed
on certain types of PC.
Resolution
Connect to the Microsoft site and download the latest version of Microsoft jet
Driver. Install the driver on the PC and restart the OfficeServ DataView
program.
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I cannot open the monitoring pages!
Symptom
When you select any of the Monitoring pages, you encounter error page with
the following description:
Server object error 'ASP 0178 : 80070005'
Server.CreateObject Access Error
The call to Server.CreateObject failed while checking permissions. Access is denied
to this object.
Cause
The authenticated user for the Visual Basic (VB) run-time file (Msvbvm60.dll)
does not have sufficient permissions. The authenticated user is the
IUSR_computername account when you use anonymous access or the user
that is authenticated with the Web page.
Resolution
Click [Start] button, and select [Programs] -> [Administrative Tools] ->
[Internet Service Manager].
Collapse [Default Web Site] folder and select [DataView] web application.
Right click the mouse button and select [Properties] option.
Then you will get the [DataView Properties] dialog open.
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Set the [Application Permission] option as ‘Low (IIS Process)’.
Click [OK].
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I cannot save the Scheduled Report options!
Symptom
When you select any of [Set Daily/Weekly/Monthly Report] pages, set options,
and click the [Save] button, you will see the options are reset to the defaults.
Cause
The IUSR_computername account does not have sufficient permissions to
access configuration file. Or the configuration file is set read only when it is
copied to the DataView server computer.
Resolution
Run the Windows Explorer, and collapse the [DataView] folder under the
OfficeServ DataView program folder.
Select the [ScheduledReport] folder and click the right mouse button.
Select [Properties] option. Then you will get the [Scheduled Report
Properties] window open.
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If the ‘Read-only attribute’ is set, clear it.
Select the [Security] tab.
Add ‘Internet Guest Account’ (IUSR_computername) and give ‘Full Control’
to that account. Click [OK].
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Select ‘Day’, ‘Week’, ‘Month’ folders and schedule.ini file in the
[ScheduledReport] folder and right click the mouse button.
Select [Properties] option.
Confirm that the ‘Read-only’ attribute is not set.
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I cannot add/delete/modify accounts!
This case is only applicable to the OfficeServ DataView with MDB.
Symptom
When you try to add, delete, or modify user accounts, you encounter error
page with the following description:
Microsoft JET Database Engine (0x80004005)
Operation must use an updateable query.
filename, line number
Cause
The IUSR_computername account does not have sufficient permissions to
access MDB file.
Resolution
Run the Windows Explorer, and select the [DB] folder under the OfficeServ
Dataview program folder.
Click the right mouse button.
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You will get the [DB Properties] window open.
Select [Security] tab and give full control to the Users group.
Click [OK].
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I cannot save [Personalize] configurations!
This case is only applicable to the OfficeServ DataView with MDB.
Symptom
When you try to save personal options such as ‘Skin’, you encounter error
page with the following description:
Microsoft JET Database Engine (0x80004005)
Operation must use an updateable query.
filename, line number
Cause
The IUSR_computername account does not have sufficient permissions to
access MDB file.
Resolution
The same as “I cannot add/delete/modify accounts!” case
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I cannot save the exported excel report !
Symptom
When you export a report into excel, it is open with the internet explorer
without any menu or toolbar.
Cause
The ‘XLS’ file is set to be open in the same window that is opening the ‘XLS’
file.
Resolution
Open the Windows Explorer and select [Tools] -> [Folder Option].
The select the [File Types] tab, select [XLS] from the [Registered file types]
list, and click the [Advanced] button
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When the [Edit File Type] dialog open, clear this option.
- Browse in same window
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OfficeServ DataView User Guide
ANNEX A. Abbreviation
A
AA
Automated Attendant
CID
Caller Identification
COM
Component Object Model
CPU
Central Processing Unit
DB
Database
DID
Direct Inward Dialing
C
D
DND
Do Not Disturb
DOD
Direct Outward Dialing
I
ID
Identification
IIS
Internet Information Server
IP
Internet Protocol
LED
Light Emitting Diode
L
N
NetBIOS Network Basic Input Output System
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NTFS
New Technology File System
M
MDB
Multimedia Database
MMC
Man Machine Command
ODBC
Open Database Connectivity
OS
Operating System
SQL
Structured Query Language
TCP/IP
Transmission Control Protocol/Internet Protocol
TRK
Trunk
UCD
Universal Call Distribution
UI
User Interface
VM
Voice Mail
VMAA
Voice Mail/Automated Attendant
O
S
T
U
V
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User Guide
©2004 Samsung Electronics Co., Ltd.
All rights reserved.
Information in this document is proprietary to SAMSUNG
Electronics Co., Ltd.
No information contained here may be copied, translated,
transcribed or duplicated by any form without the prior
written consent of SAMSUNG.